True Value 2015 Annual Report Download - page 9

Walk into Jimmy Orlandini’s Altadena
True Value near Pasadena, CA, and he
guarantees you’ll be greeted immediately by
a smiling associate. He’ll tell you that’s how
a great customer experience—and a loyal
relationship—starts, every time.
A lifetime of hardware retailing Hardware
retailing is in Jimmy Orlandini’s blood. His
grandfather had a hardware store in the 1960s;
his father later took over ownership and joined
the True Value co-op in the 1980s. Jimmy
has worked in hardware since he was a kid.
And today he and his family own and operate
Altadena True Value, named for the town the
store serves just north of Pasadena.
A big believer in DTV The store underwent
a much-needed DTV remodel a few years
ago and a DTV expansion last year. “True
Value is great to work with,” says Jimmy.
“All the planning support they provide makes
it so much easier to design and merchandise
a new space.”
Customers first and always Altadena
True Value’s secret to success? “Our key is
customer service because people appreciate it
more nowadays,” Jimmy says. “I think because
you don’t usually get it when you buy online,
they quickly become loyal when you take care
of them.” And better yet, they tell their friends.
“The ads True Value’s doing are huge,” he says.
“But word of mouth is just as important.”
14 TRUE VALUE 2015 ANNUAL REPORT
MEMBER PROFILE
“ PEOPLE APPRECIATE GOOD
SERVICE NOW MORE THAN EVER.”
—JIMMY ORLANDINI, CO-OWNER AND GM
ALTADENA TRUE VALUE
• Location: Altadena, CA
• Owners: the Orlandini family
L to R: Ismael Ramirez, Manager, speaking
with a customer; Anthony Douglas, Assistant
Manager; Owners Jimmy Orlandini and his
parents, Jim and Paula Orlandini
TRUE VALUE 2015 ANNUAL REPORT 15